Overview
IT Service Desk Analyst – Remote within Trillium”s Catchment Jobs in United States at RemoteHunter
Title: IT Service Desk Analyst – Remote within Trillium”s Catchment
Company: RemoteHunter
Location: United States
1. About Our Client:
The organization is a Tailored Plan and Managed Care Organization serving 46 counties across North Carolina. It manages services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/developmental disabilities. The organization aims to support individuals and families in building strong foundations for healthy and fulfilling lives. Its work spans early intervention for children to supporting adults with severe mental illness in living independently and contributing to their communities.
2. About the Opportunity:
The IT Service Desk Analyst provides first and second level technical support for all technology used within the organization. This role is responsible for handling Service Desk tickets, deploying IT equipment, testing patches, training end-users, and determining optimal support actions based on resources. The position also acts as backup for other IT roles as needed. This role contributes by ensuring smooth IT operations that support the organization’s mission-critical activities.
3. Responsibilities:
• Provide 1st and 2nd level technical support for hardware and software
• Respond to Service Desk tickets to troubleshoot, resolve, or escalate issues
• Address customer inquiries related to IT system operations
• Perform hardware and software upgrades
• Coordinate with Unit Manager to maintain accurate IT asset management records
• Deploy standard images for desktops, laptops, tablets, and virtual machines
• Determine best support actions based on customer needs, timing, and resources
4. Requirements:
• High School diploma/GED plus three years of relevant experience, OR
• Associate’s degree in IT, Computer Science, Computer Engineering, Business, or related field plus one year of relevant experience, OR
• Equivalent combination of education and experience
• Experience with PC software and hardware installation and troubleshooting
• Knowledge of TCP/IP Fundamentals
• Familiarity with Windows Operating Systems and Microsoft Office (Windows 10/11, MS Office 2019, or M365)
• Understanding of endpoint security, virus scanning, anti-malware, software updates, threat detection, and incident response
• Ability to analyze end-user requirements and provide immediate resolutions using predefined or custom solutions
• Valid driver’s license
• Residency within the organization’s designated North Carolina service area and ability to travel within the area as required
Preferred:
• Experience with Mobile Device Management (MDM)
• Email troubleshooting
• Video/teleconferencing equipment
• Basic home networking (modems, routers, WIFI)
• Cloud platforms (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, IdAAS)
• ITIL V3 and IT security standards (HIPAA, NIST, CIS, CMMC, ISO, COBIT)
• Relevant certifications such as Microsoft MTA, MOS, MCSA, MCSD, MCSE, CompTIA A+, Security+, CSA+
5. Pay Range and Compensation Package:
• Salary range: $51,942 – $69,471
6. Benefits & Perks:
• Typical work hours 8:30 am to 5:00 pm with some flexible scheduling
• Work-from-home options for most positions
• Health insurance with no premium for employee coverage
• Flexible Spending Accounts
• 24 days paid time off plus 12 paid holidays in the first year
• Defined-benefit NC Local Government Retirement Pension
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness qualifying employer
• Quarterly stipend for remote work supplies
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
